Work Location Type: Hybrid 

W.W. Grainger, Inc. is a leading broad line distributor with operations primarily in North America and Japan. At Grainger, We Keep the World Working® by serving more than 4.6 million customers worldwide with maintenance, repair and operating (MRO) products and value-added solutions delivered through innovative technology and deep customer expertise. Known for its commitment to service and purpose-driven culture, the Company reported 2025 revenue of $17.9 billion. For more information, visit www.grainger.com. 

Our welcoming workplace enables you to learn, grow and make a difference by keeping businesses running and their people safe. We’re looking for passionate people to join our team as we continue leading the industry over our next 100 years.

PRIMARY FUNCTION

The Sr. Customer Information Operations Analyst drives continuous improvement initiatives across the Customer Information Research Operations (CIRO) organization. This role identifies and resolves complex operational challenges by designing and implementing scalable processes, developing reporting and automation solutions, and leveraging AI-enabled capabilities to enhance operations. The analyst also leads change management efforts to ensure successful adoption and deliver measurable improvements in quality, efficiency, and overall operational performance.

MAIN DUTIES & RESPONSIBILITIES

• Lead and execute cross-functional continuous improvement and operational projects across the CIRO organization, defining project scope, requirements, deliverables, and solutions to achieve established business objectives.
• Analyze complex operational challenges across CIRO work types, using data and process knowledge to identify root causes, evaluate solutions, and implement improvements that enhance quality, efficiency, and operational performance.
• Design, develop, and maintain operational and quality reporting, metrics, and dashboards that provide actionable visibility into CIRO performance, capacity, quality, and process trends.
• Leverage SQL, Snowflake, and data visualization/reporting tools to extract, analyze, and structure operational data, develop scalable reporting solutions, and support data-driven decision making across CIRO.
• Lead change implementation for assigned projects, partnering with operational leaders and stakeholders to define implementation requirements, coordinate activities, manage risks and dependencies, and ensure changes are delivered on time and effectively adopted.
• Ensure process changes resulting from assigned projects are appropriately documented by coordinating required documentation updates with process owners and validating that documentation accurately reflects implemented changes and established standards.
• Partner with CIRO leaders, process owners, QA, Sr. Researchers, and other cross-functional stakeholders to gather requirements, understand operational needs, and translate business challenges into practical process, reporting, and technology solutions.
• Identify and recommend continuous improvement and automation opportunities based on operational data, stakeholder feedback, and process performance, supporting prioritization of the CIRO improvement portfolio.
• Serve as a subject matter expert in continuous improvement, business process management, operational analytics, and reporting, providing guidance and analytical support across the CIRO organization.
• Design, develop, test, and implement automation and AI-enabled solutions that improve operational workflows and efficiency, following established technical, data, and governance standards.

EDUCATION & EXPERIENCE

• Bachelor's degree in Business Administration, Operations Management, Data Analytics, Engineering, Information Systems, or a related field required.
• 3+ years of experience in continuous improvement, process improvement, operations, data analytics, technology, or a related field.Experience leading cross-functional projects and driving process improvement initiatives.Experience developing reporting, automation, and technology-enabled solutions.
• 1+ year of experience leading cross-functional projects and developing reporting, automation, or technology-enabled solutions.
• Strong analytical and problem-solving skills with the ability to identify root causes, evaluate alternatives, and implement effective business solutions.
• Proven project and process management skills with the ability to manage priorities, dependencies, and deliver results on time.
• Experience applying continuous improvement methodologies, including Lean Six Sigma tools and techniques.
• Advanced data analysis and technical skills, including proficiency in SQL and Python.
• Experience working with Snowflake, reporting platforms, and data visualization tools.
• Experience designing, developing, testing, and implementing automation and AI-enabled solutions to improve operational efficiency.
• Strong understanding of business process management and end-to-end workflow analysis.
• Ability to translate business requirements into process improvements, reporting solutions, and technology enhancements.
• Strong change management skills, including stakeholder engagement, risk management, and adoption planning.
• Excellent written and verbal communication skills in English, with the ability to present complex information to both technical and non-technical audiences.
• Strong collaboration and stakeholder management skills with the ability to influence without direct authority.Ability to work independently, exercise sound judgment, and successfully manage multiple priorities.
• Ability to quickly learn and adapt to changing business processes, technologies, and organizational priorities.
• Lean Six Sigma Green Belt certification or equivalent continuous improvement certification.
• Experience with AI-enabled tools and operational automation solutions.
• Experience with data visualization and business intelligence platforms.

Grainger is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, or protected veteran status.